For many years, IT providers have applied formal methods and processes to help them develop new business applications; however, the service delivery and support functions are often developed using informal approaches that have unpredictable results.

Now, consolidation, migration, outsourcing, insourcing, e-commerce, 'enterprise wide' systems and the business expectation of 'rapid investment return with service excellence' are forcing changes. These changes require that both the Customer and Supplier work in close partnership. A partnership that will ensure that the IT services match the pace, impact and scale of the change.

Using best practice approaches to Service Management, the partnership can harness the people, processes and technology required to define, develop, deliver, support and maintain the products and services on which the business depends. This course highlights the processes and changes the skills and techniques required to make it happen.

Objectives

The basis of this course is the IT Infrastructure Library (ITIL) therefore provides practical approach required to help new and experienced Service Support and Delivery staff to do their job better. (ITIL is the International Service Management standard published by OGC.) Objectives include:

Understand the major deliverables, roles, tasks and responsibilities expected from service suppliers, clients, managers and staff

Understand the disciplines and functions that help service management staff to deliver and support quality products and services

Recognize the service improvements to be gained through correct implementation and the potential service disruptions that can occur if not correctly implemented

Audience

Everyone responsible for service delivery and support of new and existing products and services; this typically includes both new and experienced development, administration, implementation, delivery, support and relationship management staff. Staff members required to complete the internationally recognized ISEB/EXIN Foundation Certificate in IT Service Management will find this course essential.

Prerequisites

A basic level of IT literacy including at least six (6) months experience in IT Operations. Technical skills as a team member to develop complex solutions.

Change Management- How to control changes through the stages of impact analysis, assessing, authorizing, prioritizing, scheduling, testing and implementing changes. The roles of change manager and change advisory board members are discussed relative to practice of the change methods.

Release Management - How to store and release authorized software in centralized and decentralized environments.

Availability Management - How to improve service availability. Service and supplier chains are discussed. Planning and maintaining IT systems in the context of maintaining appropriate availability.

Examinations leading to The Foundation Certificate in IT Service Management are held in all continents. Possession of this certificate is mandatory for all candidates who wish to reach 'full certification' via the Manager Certificate in IT Service Management.

Certificate Advantages

Certification insures that staff has a benchmarked level of knowledge and skill.

Recruiting and retention are simplified.

Possession of an internationally recognized competence certificate is a personal achievement that will help foster commitment and increase job satisfaction.

A mandatory requirement for some organizations. Customers of IT Storage Services are demanding that their suppliers have a 'license to operate'.